Five9 Cloud Contact Center Software


 

Five9 is used by call centers around the world to manage inbound, outbound, blended or multi-channel contact centers. 

It offers IVR with speech recognition, multi-channel ACD, predictive dialer and customer relationship management (CRM) integrations. It also features integrated workforce optimization capabilities and built-in call recording, agent scripting and quality monitoring components. 

Most call centers can be up and running in a matter of days, since agents only need Internet-ready computers and headsets to get started. And, Five9 can adapt to your changing business needs (seasonal demands, remote agents, peak call times etc.) and will scale with your business as it grows. 

 

Five9 Cloud Contact Center - Application portal
 
  • Five9 Cloud Contact Center - Application portal
    Application portal
  • Five9 Cloud Contact Center - IVR script designer
    IVR script designer
  • Five9 Cloud Contact Center - Supervisor real-time statistics
    Supervisor real-time statistics
  • Five9 Cloud Contact Center - Handled interactions
    Handled interactions
  • Five9 Cloud Contact Center - Email
    Email
  • Five9 Cloud Contact Center - Email interactions
    Email interactions
Supported Operating System(s):
Mac OS, Web browser (OS agnostic)

38 Reviews of Five9 Cloud Contact Center

Showing 1-20 of 38

 

from JackThreads
Specialty: Retail
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

I help supervise a team of people using Five9.

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Likes Best

Integration with Zendesk is nice. The supervisor program is pretty great, especially being able to monitor calls on the fly.

Likes Least

Constantly, multiple times a day, I have to help get associates logged on. I probably spend 1-2 hours a day trouble shooting Five9 issues. The 2-4 week lag between Java updates and Five9 supporting them can create a lot of trouble for our team. Pulling calls for QA purposes is an absolute pain, pretty tedious.

Recommendations

It's a great product when it's working. Getting it to work can often be a hassle.

 

from JackThreads
Specialty: Retail
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Only had problems occasionally, overall a great service for phones

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N/A

Likes Best

Easy to use, and easy to learn how to use properly with little training time

Likes Least

problems appear fairly often, but they are mostly easy to resolve

Recommendations

use customer support for any help you may need they have always been super helpful and willing to figure out any problem you may come upon

 

from JackThreads
Specialty: Retail
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Welcome change from previous clients

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Likes Best

Most of all, I'm a fan of the integration with Zendesk. From a performance perspective, it focuses my team much more and allows for us to create a more focused KPI.

Likes Least

Many members of my team including myself have experienced a wave of technical issue recently that can be relatively handled with troubleshooting, but it appears that Java doesn't consistently play nice with our computers.

Recommendations

I think understanding your company's priorities are most important. For example, with a growing staff and limited resources, ease of use and integration into our systems were most important for us.

 

from JackThreads
Specialty: Retail
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Could be a very solid product if it weren't build on Java.

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Likes Best

The integration with Zendesk generally works quickly and effectively.

Likes Least

The simple fact that they've built their entire system on an almost wholly obsolete plugin (Java). It doesn't run natively in most browsers (we use Chrome at work), so a desktop client has to be installed which plugs back in to a chrome tab. Unfortunately, this is plagued with constant crashes, timeouts, and so on. Worse still is that there is usually not any error messaging to indicate this, and it still appears to be functional within our Zendesk tabs.

Recommendations

While the product generally works okay, I would suggest comparing with similar options on the marketplace for a more robust desktop client or something built on HTML5.

 

from JackThreads
Specialty: Retail
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Mallory Five9 Review

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Likes Best

The tool itself is very helpful in how dynamic the options are when on a call with a customer. There isn't anything the software can't do that I would need.

Likes Least

It seems Five9 needs reinstalled often. Also, the lag in being Java compatible with any new updates seems to cause friction with many computers when that releases. Also, agents do get "kicked off" often without knowing it. It seems hard to predict those type of nuances. Also, it would be nice to have an account manager to reach out to when these issues happened.

Recommendations

Make sure you have an in-house tech person to help troubleshoot the issues that pop up, sometimes consistently.

 

from JackThreads
Specialty: Retail
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Five9 as an E-comm CS phone solution

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Likes Best

Integrates well with ZenDesk, allowing our associates to build and view a more complete view of the customer.

Likes Least

Reliance on Java updates can cause disruptions for associates whose devices haven't been updated yet.

Recommendations

Great ZenDesk integration, and solid options to work independently if the need arises.

 

from Sterling Academy
Specialty: Education
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

All in One VOIP Call Center and CRM

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N/A

Likes Best

When you log into Five9 everything you need to start working is right there in front of you. The CRM with your customer/lead base is connected to the VOIP phone system. When the first lead/customer pops up, the phone automatically calls the lead for you. You can see all the lead information on your screen including past notes, and all relevant information. You can note the lead that you left a message or made the sale, etc. You can also transfer the lead/customer to another department if needed. The automated dialing system makes your sales reps much more productive than if they were simply told to call through their lead/customer list.

Likes Least

While automated dialing makes your sales reps more efficient, they may also be more likely to get burned out more easily because there is no break between hanging up from one call and the next call ringing in your ear. To help avoid this problem allow your sales reps to take a break and walk away from the dialer for a few minutes every 2-3 hours.

Recommendations

Five9 usually has a free brochure, demo and sometimes free trails to help you make sure their system is the best fit for your company. There all inclusive easy to download system also makes it very easy to employee agents that work from their home offices, eliminating the expense of keeping an actual call center building.

 

from Guidance Software
Specialty: Software / IT
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

This product is terrible in every way. It doesn't work.

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Likes Best

Five-9 integrates with Salesforce, and allows you to click on the number and automatically dial a customer. Unfortunately this rarely works, and the software is full of bugs..

Likes Least

I spent two hours trying to configure Five-9 myself in vain. Once I finally called customer support, I sat on the phone for 30 minutes before I even found a rep to talk to. Despite being initially instructed to be up to date on my Java, i was then informed that I had a Java that was too new and not compatible. We did a screen share where it took him an additional HOUR to get my Five-9 configured, and after just one week I'm having issues getting my calling station identified and I've lost the ability to do a click-to-call.

Also, My colleagues will often call through Five-9 and end being inserted into other peoples conversations. This is obviously extremely disruptive to everyone's sales process.

Basically the tool is completely useless at this point.

Recommendations

Don't buy it! If you do buy it, make your IT department install and debug the solution before you give it to your sales force!

I have wasted tons of my selling time dealing with technical issues. I don't know of a single sales associate in my org that likes this tool

 

from Nations Insurance Solutions
Specialty: Insurance
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Nations Insurance Solution Survey

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Likes Best

The system is very easy to maneuver. The tech support team is awesome! Everyone is willing to work together. It is like having a true partner.

Likes Least

We use the Agent Desktop Kit and the Java does not work well. Too many times we have to relaunch the dialer. I don't like that the data is purged so often. I have to create many scheduled reports so it is not lost for good.

Recommendations

I have looked at many dialers over the years and have used others. The Five9 dialer is a much better system and the reporting is good.

 

from EnerCom Inc
Specialty: Energy
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Simple but full-featured; integrated CRM; great for outbound campaigns

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Likes Best

Using Five9's calling and administrative features is very straightforward. Five9's software provides all the bells and whistles in an easy to use package. The integrated CRM is great for outbound campaigns using preview or predictive dialing.

Likes Least

Accessing some of the integrated CRM information can be a little bit difficult, but Five9's robust reporting system works around this limitation.

Recommendations

Compare features and price. If you're not married to SalesForce, Five9 is the best value out there.

 

from Falcon Mobile
Specialty: Telecommunications
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Horrible software that is incompatible with itself!

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Likes Best

Tech support is excellent. They answer the phone and connect remotely.

Likes Least

It requires Java 7 and is incompatible with Java 8. When you install Five9, it installs Java 8! Then you have to call tech support to downgrade to Java 7. If you keep Updates on, it will re-install Java 8 and kill Five9. It is also incompatible with our anti-virus software.

Recommendations

Use something else if you want to avoid headaches.

 

from Amped Media / Amped Center
Specialty: Telecommunications
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Smaller Call Center, Big Expectations

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Likes Best

We like the fact that there is a seamless way to streamline all agent and campaign data from one user interface (Supervisor or Admin app) without going through and opening multiple programs/applications.

Likes Least

The variety of reports that the product offers has been very well-thought-out; however, we least like that the product is slower at rendering a specific or generalized report than we would like.

Recommendations

While the initial setup and integration of using this software can be a bit overwhelming at first (there's a lot to take in all at once on the implementation orientations), the software itself is very user-friendly and easy to navigate around. The technical support staff is very friendly and no question is too small or insignificant to them.

 

from Financial Management
Specialty: Software / IT
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Easy to use

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Likes Best

My team loves the ease of use and the detailed reporting.

Likes Least

Implementation was a bit rocky, but in the end, it all worked out.

Recommendations

I would recommend being very specific about what your requirements are, and let them demo it for you. No one likes to be over promised and then under delivered.

 

from One Stop Agent
Specialty: Consulting
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Easy to use, robust capabilities, easy to scale globally

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Likes Best

I like the diversified features and capabilities. Five9 offers all multi-channel capabilities, robust reporting, and the ability for us to add agents quickly or reduce counts for seasonal fluctuations. We looked at the other companies but most were either too small, had not been in cloud long enough, or did not have vetted integrations with leading CRM vendors.

Likes Least

Nothing known immediately as we just started using the system.

Recommendations

Make sure you look at the company legacy, financial stability, and history. Make sure you speak to references in the same industry. For us, multi-channel and omni-channel are big because we are in retail. We have a strong emphasis on leveraging social media to improve customer care, and with Five9's offering, via their SoCoCare acquisition, we are now able to use intelligent routing and NLP through our call center. That was a biggie for our CMO.

 

from Churchill Credit Solutions
Specialty: Telecommunications
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Simple & reliable, but could have better outbound call programming

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Likes Best

All the features were easily understandable, even by people with relatively low computer literacy skills. It's easy to learn. It's very reliable and doesn't crash very much. It seems that the program could be learned in 5 minutes or less.

Likes Least

The programming behind the calls isn't efficient. Five9 often makes calls to people in a time-zone during a time of the day when they would be preparing for bed. This made for angry and counterproductive calls at times. Also, too many calls went to voicemail.

Recommendations

Whether a specific calling system makes sense for your company should be determined by how easy the software is to learn, whether the software can support call volume, and whether the software is efficient at calling people when they are most likely to pick up the phone.

 

from Insomnia Cookies
Specialty: Telecommunications
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

User review

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Likes Best

I like the ease of use.

Likes Least

It lacks technical fluidity. We have constant re-connections.

Recommendations

Make it more user-friendly and easier to configure.

 

from Churchill Debt Settlement
Specialty: Banking
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Reliable Service

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Likes Best

The technical issues I had were always quickly resolved. Very few issues over the years.

Likes Least

The reception sometimes was not clear. Had to run diagnostic tests to fix.

Recommendations

Look at the overall performance of the product and not only the issues that sometimes arise.

 

from Serve U Brands
Specialty: Food / Beverage
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Not the best

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Likes Best

You can monitor and group your staff, and you can send messages to other employees.

Likes Least

The maintenance and the constant drop calls. The call transfer is not the easiest to understand, and the call monitoring is not the best quality ever.

Recommendations

Find another vendor. This one needs a lot of work and it is not ideal for a big company.

 

from ServeUBrands Inc
Specialty: Food / Beverage
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Great product for any sized call center!

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Likes Best

The ability to chat with other users is really useful.

Likes Least

The server connections and audio quality are sometimes bad.

Recommendations

This is a great product for any size call center and is user-friendly.

 

from ServeUBrands
Specialty: Food / Beverage
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Great service. I wish it could be more reliable

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Likes Best

I like the ease of the functionality of the system, as well as the customer support.

Likes Least

Sometimes it freezes, and we have to reboot it. And during maintenance failover, it was slow to start over.

Recommendations

Check the full capability of the system before evaluating.

 
 
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